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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned the wrong pair of sneakers to Zappos in error. They were purchased elsewhere. When I realized what happened I immediately contacted them. They told me that customer service was a separate entity from the warehouse and they can't guarantee they will send them back. They acknowledged that the wrong item was sent back but the warehouse is unable to locate them. They advised me to send the original pair back or I would be charged again. I asked if they could just send me the same pair from their inventory and was told they couldn't. As large as this company is you would think they would rectify the problem. I'm out a pair of brand new sneakers and they have an additional pairBusiness response
07/06/2024
Hello *******,
Thank you for contacting Zappos.com with regards to the wrong item that was returned to ***
We apologize for any inconvenience this has caused you. Unfortunately, we are not able to locate your order with the information provided as we will need the account holder information to locate your account for further assistance.
If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************. We would be happy to continue this conversation and look into this for you.Thank You
Customer response
07/08/2024
Complaint: 21923392
I am rejecting this response because: they havent found the sneakers and have not resolved the issue. I was told the same thing that they originally told me. That they received them but cant find them.
Sincerely,
***************************Customer response
07/11/2024
The item was mens HOKA Challenger 7 size 11 color Olive. New, never wornBusiness response
07/11/2024
Hello,
Thank you for contacting Zappos.com with regards to the wrong item that was returned to **. I am very sorry this mix up happened and the frustrations experienced.
After further investigation, we were able to locate your account and can confirm we are adhering to terms of use of Zappos.com. We've emailed you with the details pertaining to your specific situation.
If you have any further questions or feedback, please don't hesitate to reach out and we would be happy to push your feedback forward. We're available 24/7 and can be reached at ****************.
Thank You!
Customer response
07/26/2024
This complaint has been resolved by Zappos,
Thank you for your cooperation with this matter.
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
April 2024: Zappos is well known for their generous return policy. A customer has up to 365 days to return an unworn pair of shoes purchased from the company. I have been a customer of ********************** since 2005. Zappos primarily sells shoes. Shoes are not like clothing. You can buy a piece of clothing that doesnt fit exactly and opt to keep it or decide to alter it to make it fit better. This cannot be said of shoes. An ill fitting pair of shoes can cripple you. Zappos has a VIP program, customers who are VIP are meant to feel a little special. Zappos promotes their customer service as really caring about their customers. In recent years ********************** has implemented a rewards system. Customers are *****ed reward points with purchases. I moved to a rural area during the pandemic. I live over an hour away from any major shopping center. When the shoes I buy from Zappos dont fit I return them. I am an older person, and feet change when you age. Finding a pair of shoes can be challenging. I made several returns to Zappos over the past few months. I also purchased a pair of boots that were defective. I called customer service, explained my issue and was told I could return the boots. I was not told that this would affect my reward balance. My expectation is that my reward balance would be zero. My reward balance is negative 452 (-452 reward points). I cannot zero my balance without buying shoes and then I would have to earn 452 reward points to bring my balance to zero reward points. How can a company penalize consumers for following a policy they have heavily promoted, and then implement a rewards policy, that they ***** for free, that penalizes customers for using the returns policy! I want my rewards balance set to zero with no negative rewards going forward! This is their return policy. *****************************************************Business response
06/27/2024
Hello,
Thank you for contacting Zappos.com with regards to your VIP rewards balance.
After further investigation into your account, we were able to confirm that the balance is due to the previous orders that were returned. We've emailed you with these details including the terms and conditions of our VIP rewards program.
If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at **************.
Thank YouInitial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The Zappos website clearly states in multiple places that returns can be done in Whole Foods. Upon trying to return a Zappos item there, I learned that is not the case and you need to be a Zappos VIP with a certain undetermined $ amount of spending to get to return there.Now I am stuck with shoes I cant return as I am not located near their other return location. I need a full refund.Business response
06/22/2024
Hello,
Thank you for contacting Zappos.com with regards to your return.
We apologize for any incorrect information provided to you or seen on our site. After further investigation, we've emailed you with these details.
If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
Thank you.
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a pair of Skechers on 6/8/24. Order # is #***-3006343-1232257. Shoes were supposed to arrive 6/9. They never came. I called Zappos twice on the morning of 6/10. I stated the order didnt arrive. Was told there was a system glitch. I requested the order to be canceled. I needed the shoes no later than 6/10 due to having surgery 6/11. I was told it would take about 5 days to cancel the order, which seemed odd. I called back about this again the evening of 6/10. This time, the phone connection didnt work. Then, on 6/14, a Zappos charge for the shoes appeared again on my credit card. This time I wrote to Zappos customer service via email to state the problem and AGAIN request my order to be canceled (still shows as delayed on my account). **************** emailed me back to say I would need to call them to get this resolved. I am not calling a 4th time. I filed a dispute with my bank, so I dont need Zappos to refund me. However, I will never order again from this company and would like an apology. I also want my order to show as canceled, not delayed, in their system.Customer response
06/20/2024
I am very frustrated. I attached an email that I got today from Zappos. I dont want to receive the shoes! I asked them 3x via phone to cancel the order and 1x via email. I cant return the shoes if they arrive. Im recovering from surgery. This order should have been canceled upon my initial request on June 10.Business response
06/22/2024
Hello,
Thank you for contacting Zappos.com with regards to your order.We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund and cancellation for order: #***-3006343-1232257. We conducted a thorough investigation to address this issue.
After further investigation into your account, we've emailed you further details. If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
Thank you.
Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Order 114-4341379-8820228 Hello and thank you for helping out with the refund for my return I contacted Zappos and sent back the ******************* bag, I provided the drop off receipt from *** about 2 weeks ago Its shown Drop Off since then with no movement and havent had any help with customer care regarding my returnBusiness response
06/03/2024
Hello,
We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund for order: 114-4341379-8820228.Unfortunately, *** is not able to verify the contents of the returned package and we cannot move forward with a refund until the items have been scanned in at the warehouse.
Once the items have been scanned in, we will issue a refund to you immediately. Please feel free to contact our billing department directly at ************** for additional assistance.
Thank you!
Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********* slippers Gifted to me WOWED I was Until left slipper hole appeared Patch fell out of slipper Okay so Zappos ( who slippers were purchased from)Unknowingly sold a left slipper with a patched hole?OR Halfinger slippers have patches in there BRAND new slippers Or Idk But am frustrated that no one at Zappos Halfinger nor ****** Will take responsibility for the patch being in my left slipper that was BRAND NEWBusiness response
05/31/2024
Hello,
Thank you for contacting Zappos.com with regards to your Halfinger slippers; I apologize that they had a patched hole and that this hasn't been resolved. This is not indicative of the quality and service we strive to provide our customers.I am not able to locate your order with the information provided as we will need the account holder information for the gift giver. Due to public nature of this correspondence, please give us a call at ****************. We would be happy to continue this conversation and look into this for you.
Thank You
Customer response
06/16/2024
******
Hi Unfortunately I am forced by Zappos to accept there decision.
The Zappos stated on the phone three things.
1.Rudely The Only way I could have grey was to keep my defective patched pair that was returned as new and resold since it was in the original shoe box. So I was instructed NOT to return the shoe box. By the Zappos rep by phone.
2.Defective shoes Policy is for 365 days THE ***** team DID not follow Zappos policy to honor my exchange.
2. The Zappos phone representative stated I would NOT be able to exchange my defective /patched slipper for the Same Grey Color. Why was not explained:(
So my choice was to either accept a exchange of the same slipper in red or blue.
YET on Zappos website my Grey slipper was available in my size.
So I was forced into a different color and a slipper that does not fit like a glove. And to accept that Zappos policy is not followed. That an exchange is Mandatory in a different color.
F minus to Zappos customer service
Customer response
06/30/2024
Ignoring the fact that your company REFUSED to replace defective patched slippers
with original grey color
forcing consumer to choose between red or blue
Business response
07/05/2024
Hello,
Thank you for contacting Zappos.com with regards to your Halfinger slippers; I apologize for the inconvenience and that this hasn't been resolved. This is not indicative of the quality and service we strive to provide our customers.
I am not able to locate your order with the information provided as we will need the account holder information for the gift giver. Due to public nature of this correspondence, please give us a call at ****************. We would be happy to continue this conversation and look into this for you.
Thank YouInitial Complaint
05/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchase shoes from Zappos on April 18, 2024. On April 24 I got the shoes and they were the wrong size. I called Zappos and they said they were sending me a new pair. On April 26 I got another pair, exact same as the first pair, still not the size I ordered. I called Zappos and asked for a refund. They said they would refund me promptly and provided me a shipping label to mail the wrong shoes back (both pairs). The same day, May 1, I received an email that said *********** Weve issued your refund. Hooray! Please keep in mind it may take your financial institution the additional timeframes to reflect the refund in your account; Debit or credit cards: 2-10 business days, international cards: up to 30 business days, PayPal transactions: up to 30 business days, AfterPay payments: 9-20 business days, Zappos gift cards: up to 24 hours." A few days later I mailed back both pairs of shoes. 20 days later, on May 19, I noticed I still didn't get the refund back to my credit card. I called Zappos and they told me they refunded the money to my Zappos account, not to my credit card, effectively stealing my money after telling me they returned it to my credit card.Business response
05/26/2024
Hello *****,
Thank you for contacting Zappos.com with regards to your refund on your order.
We apologize for any incorrect information provided to you regarding our refund policy. We conducted a thorough investigation to address this issue.
After further investigation into your account, we were able to confirm your refund has been issued to the proper payment method. We've emailed you with these details.If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
Thank You
Customer response
05/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pair of shoes from them in April of 2024 and when I received them, they were not what I ordered. The shoes were returned to them on 04/24/2024 and were received by them on 04/26/2024 by *** at 7 pm. A refund of ***** was to be posted back onto my **** account and as of this date it hasn't shown up onto my account. Calls to their customer service line haven't gotten any results from them at all. I was told that the refund was issued on 05/03/2024 and nothing more has taken place since then. This is more than 10 days to be posted back onto my account.Initial Complaint
04/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Zappos sent me an accusatory and potentially libelous email.I responded that I thought they'd contacted me in error and asked for clarification.None has arrived.I attempted to get clarification from their customer service chat today and could not.When I asked to be transferred to someone who could help me, the representative - ******* - said she'd transfer me then ended the chat.Business response
04/25/2024
Hello,
Thank you for contacting Zappos.com with regards to your account status.
When a customer returns an item to ********************** the item must be in the condition it was received, in original packaging, and with original tags. When we receive an item for return we evaluate and assess the item for damage and/or signs of use. Any item that has been worn, marked, altered, or otherwise not in its original condition is an unacceptable and unsellable item. Review of your account history over an extended period of time reflects a repeated pattern of items returned to Zappos in unacceptable condition. This violates our Returns Policy and is a misuse of Zappos Services.
Thank YouCustomer response
04/26/2024
Complaint: 21619508
I am rejecting this response because:I requested specific examples. I have never returned worn or damaged shoes.
It seems like if I had, you'd have refused the returns.
Sincerely,
*************************Business response
05/14/2024
Thank you for contacting Zappos.com with regards to your account status.
When a customer returns an item to ********************** the item must be in the condition it was received, in original packaging, and with original tags. When we receive an item for return we evaluate and assess the item for damage and/or signs of use. Any item that has been worn, marked, altered, or otherwise not in its original condition is an unacceptable and unsellable item.
Review of your account history over an extended period of time reflects a repeated pattern of items returned to Zappos in unacceptable condition. This violates our Returns Policy and is a misuse of Zappos Services. The goal of this email is to realign on the Zappos return policy and ensure we can continue to provide the highest level of service to all of our customers.Initial Complaint
04/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a shoe that Zappos didnt have to sell. Instead of sending what I ordered, because they didnt have it, they sent me some giant shoes that have probably been gathering dust in their warehouse. This is straight up fraud trying to make it my problem and hoping I dont have time to return the shoes. Should be illegal.Business response
04/23/2024
Hello,
Thank you for contacting Zappos with regards to receiving the wrong item.
We apologize that you did not receive the item you ordered. We understand how frustrating that can be. We have conducted a thorough investigation to address this issue.
After further investigation into your account, we were able to confirm the wrong item was received. We have emailed you with next steps regarding the issue.
If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at **************.
Thank you
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Customer Complaints Summary
94 total complaints in the last 3 years.
53 complaints closed in the last 12 months.